Cloud Central team is looking for passionate, innovative, and talented team players who put customer success above everything in their job. We provide best-of-class end-user support to Oracle Cloud Portal (Gen1) & Cloud Console (Gen2) customers. The team oversees supporting business processes and functionality for multiple SaaS services and other cloud hosting service related issues. 

 Responsibilities:

Provide end-user technical support for Oracle SaaS Cloud Portal features & functionality including: Developing the long-term strategy and vision for continuous improvement of Cloud hosting services. Identifying, documenting and adopting best practices to improve the Cloud hosting experience. Author and contribute to customer facing user guides and knowledge articles.  Partner with operations, development, and center of excellence (CoE) teams to drive solutions to reduce need for customers to contact Oracle Support. Drive standard root cause analysis and defect/enhancement tracking across all technical teams & compliance tracking, influence new features in the Cloud Framework releases Develop standards and controls to reduce release defects and regression Environment refreshes (Moving data from a source environment to a target environment) Activating & provisioning SaaS Cloud accounts & environments IP Allowlisting setup  Environment resizing setup Language Pack installation setup SaaS account creation & password resets Sign-on problems, including Single Sign On (SSO) VPN setup & configuration & some types of networking issues (collaborating with Cloud Operations & Networking teams) Migration related issues from one data center to another

Preferred Qualifications and Skills:

Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA Or functional degree + technical higher degree 7 – 10 years supporting or implementing SaaS products 2 – 3 years networking administration 3 – 4 years program management experience Team player who can work well with team members in a collaborative environment Excellent written and verbal communication skills in English Demonstrate high attention to detail, problem solving and analytical skills Strong ability to solve operational problems, with ability to identify and automate common routines Good knowledge on Incidents/Request and Change Management process Identify defects and work with different technical teams in analyzing and following up on the issues High degree of professionalism, integrity, and helpfulness Experience with cloud products and cloud infrastructure

 

Career Level - IC3